Lucky Okosun

Providing IT and operational project services to SMEs across Poland.

Key Responsibilities

• Manage end to end delivery of IT projects, from planning and scoping to execution and implementation.
• Conduct requirements workshops with clients, translating business needs into technical specifications and user stories.
• Coordinate internal teams and external vendors to ensure timely delivery of project milestones.
• Oversee infrastructure, network, and system setup for new offices, retail spaces, and digital platforms.
• Prepare project documentation: project plans, risk logs, technical specifications, and post implementation reports.
• Apply Agile and hybrid methodologies to improve delivery speed and transparency.

Selected Projects

• Retail POS & Network Deployment Delivered full infrastructure setup (POS, network, security) for a new retail client using a hybrid Agile approach.
• CRM Workflow Automation Project Gathered requirements, documented processes, and coordinated developers to implement CRM automations that improved response time by 40%.
• Digital Platform Upgrade Managed UI/UX improvements, content migration, and backend updates with minimal downtime.

Led large scale technical and digital expansion projects for a fast growing sports and technology company.

• Championed best practices in IT project management methodologies such as Agile/Scrum for optimal results across all projects managed by the organization.
• Partnered with vendors to negotiate contracts, manage acquisitions, and ensure timely delivery of products/services while minimizing costs.
• Boosted system reliability by troubleshooting hardware, software, and network issues promptly and effectively.
• Designed scalable network infrastructures to support business expansion and increased traffic demands.

Key Achievements

• Managed 40 outlet setups from ground up, including electrical, network, and system infrastructure—projects generating 50M+ annual revenue.
• Conducted feasibility studies, market research, and stakeholder presentations for expansion into new regions.
• Created user stories and technical requirements for platform improvements, including 2FA and customer alert systems.
• Coordinated cross functional teams (developers, operations, vendors) to deliver new features and infrastructure upgrades.
• Oversaw procurement, vendor negotiations, and project budgeting for all technical setups.

Relevant Project Highlights

• National Expansion Infrastructure Project Planned and executed the rollout of 40 new outlets, managing timelines, budgets, vendor contracts, and technical installations.
• Platform Security Enhancement Project Proposed and supported implementation of 2FA and other security features, improving platform integrity and reducing fraud.
• Customer Engagement Platform Launch Led customer surveys, requirement gathering, and marketing coordination for the launch of a new digital platform.
• Managed life cycle replacement of hardware and software.

• Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
• Mentored and developed team members, providing regular performance feedback and supporting their professional growth.
• Prioritized resources effectively during periods of high complaint volume while still maintaining high-quality resolution outcomes.
• Reduced the number of unresolved complaints by closely monitoring case progress and providing guidance on complex issues.
• Managed escalated cases and collaborated with technical teams to resolve system related issues.
• Analyzed performance metrics, prepared reports, and implemented process improvements aligned with SLA and QA standards.
• Trained teams on new products, policies, and system updates.
• Provided solutions to software and hardware issues, supporting continuous service improvement.

• Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
• Logged call information and solutions provided into internal database.
• Analyzed customer feedback and implemented strategies to improve customer experience.
• Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
• Collaborated with the sales team to resolve complex client issues, ensuring long-term relationships.
• Enhanced customer loyalty by delivering personalized service and resolving issues efficiently.
• Regularly exceeded individual performance metrics while contributing positively to overall team goals.
• Led a team handling escalated issues, using negotiation and analytical skills to retain high value accounts.
• Developed training procedures and onboarding materials for new staff.
• Delivered weekly reporting, KPI analysis, and process optimization recommendations.
• Achieved 95% retention success, becoming the preferred point of contact for major clients.
• Reduced response times by optimizing workflows and utilizing efficient case management tools.
• Maintained accurate records of client interactions, tracking progress towards resolution and identifying trends for process improvements.
• Developed training materials to enhance the skills of new Customer Relations Specialists.
• Coordinated with cross-functional teams to resolve product-related issues quickly, minimizing impact on customers.
• Implemented company policies and procedures, promoting consistency in service delivery across all channels.
• Led a team responsible for addressing escalated complaints, resulting in higher resolution rates.
• Managed high-volume call center, maintaining professionalism and exceptional quality of support.
• Contributed subject matter expertise to weekly and monthly meetings, recommending process improvements for entire department.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.